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My company pushes us to get customers to sign up for credit cards, but I’m not comfortable being as aggressive as some of my co-workers.

Elaine Varelas provides guidance on navigating expectations and goals when it comes to pushing store credit applications in the retail industry.

Ask the Job Doc. Boston.com

January 3, 2024

2 minutes to read

Q. I work in retail, and we are pressured by management to open credit accounts for customers. Our company offers incentives to those who open the most credit cards. One of my co-workers is extremely pushy with customers and tries to get them to open a credit card. And with non-English native speakers, she is worse. Can I say something to management about the way she’s harassing customers? She doesn’t let up, even if they say no multiple times. I feel bad for the customers.

A. Recent research from the University of California found that many retail workers identified credit card sales as the worst part of their jobs. One of the reasons is that many understand how credit cards can negatively impact a person’s finances, unless you are very clear on how they work.

Some salespeople are very comfortable being assertive (or what you might consider aggressive), in encouraging people to open credit card accounts or take advantage of other kinds of store promotions. If you feel that this person oversteps their boundaries, it’s best for you not to be accusatory with your colleague, but to instead ask questions of your manager about how persistent they would like to see you be with customers in getting them to sign up for store credit cards. You may find that they may use your colleague as an example of who to emulate and what your manager wants to see happen. And that being persistent and assertive is the only way to encourage customers into opening charge accounts, which will help you be financially successful in this role.

This colleague may be motivated by the incentives you mention and may be looking for an opportunity to earn more or even be promoted. You might find that regardless of the financial incentive, you don’t have the stomach to have what feels like almost a confrontational conversation with people. Recognize that people know how to say no when they’re made offers that they’re not interested in. And regardless of their language abilities, they do need to understand their responsibilities for everything that they either sign up for or are encouraged to take advantage of. Be transparent and clear in explaining to them the features, discounts, terms, and conditions of the credit card to help build trust. Many store cards have great benefits that you can highlight in your pitch. Respect their decision if they decline.

Many stores offer consumers “free” credit cards with discounts ranging anywhere from 20% off or a fixed dollar amount on your first store purchase. Savvy consumers may take advantage of that discount and then close out the credit card. Other people may need credit and find that this opportunity gives them the chance to build a credit history. You have no way of knowing what these people need or don’t need.

Sales is an interesting business. What you might find aggressive in your colleague’s behavior are things that your managers may applaud her for. Part of my question is, who are you trying to protect? These people who may not understand what they’re getting themselves into or yourself for not meeting what you might feel are aggressive sales goals? Again, find out from your manager what the expectations are for opening new credit accounts and what a good performance means for you, and decide whether you are comfortable with these responsibilities.